All clients have the option to submit a request for new configurations to our support team. The configuration team will evaluate the technical feasibility of the request and provide an outline of the next steps. This article aims to guide your planning and set general expectations regarding the lead time for configuration requests. While these timelines are guidelines that the team strives to meet, please note that high volume or demand for requests can occasionally extend these timelines.
Important Considerations
User Acceptance Testing (UAT): Timelines include cycles for UAT and necessary adjustments based on testing outcomes.
Detailed Requirements: Clients who provide complete and thorough requirements with their request and conduct UAT efficiently tend to have the most successful interactions with our configuration support team.
Types of Configuration Requests
General Configurations
Examples: Setup for a new reward for a campaign, minor changes to existing promotion, configuring a scheduled report.
Lead Time: Typically completed within 5 business days of receiving the request.
Advanced Configurations
Examples: Visit challenges, bounce-back, recurring eClub account upload, enabling an existing integration.
Lead Time: Generally completed within 8-10 business days.
Complex Configurations
Examples: New POS program mapping, 1:1 Visit Challenges, program revamp, new integration.
Lead Time: Typically takes 10+ business days.
Additional Costs
These configurations may carry a one-time cost based on the number of hours required to complete the task. The exact scope and associated costs will be detailed in a DocuSign Statement of Work (SOW) provided to the client. Configurations exceeding a certain number of hours detailed in your support plan will be billed, with thresholds detailed in your contract.
Best Practices for Clients
Provide Detailed Requirements: Clear and complete requirements help in assessing the feasibility and planning the configuration accurately.
Efficient UAT: Prompt and thorough User Acceptance Testing ensures timely adjustments and finalization of the requested functionality.
By adhering to these guidelines and providing the necessary information, clients can help streamline the configuration process, ensuring efficient and timely delivery of their requests.